Stefan Jaffrin Que Sais Je N° 2682

INTRODUCTION

" If you want to commit suicide you, call Man 90 ". As launching this classified ad in 1953, Chad Varah, didn't imagine the importance that the psychological help by telephone would have taken thirty years later. Telephone lines " of support to people in difficulty " increased these last 10 years, in all countries industrialized of the western world, including in Europe of the East. In France one can appraise that they receive more a million and half of calls per year.

Yet to this day no general presentation of these permanences exists. The available document majority either comes from specialized magazines are not published. The psychological help by telephone constitutes an object of survey because all these services possess origins, a history and an identical practice whole. These services are elements of a privileged observatory of mutations to the work in the society, they are also revealing of the new shapes of sociability and intervention on the social.

Since two years an important evolution occurs and new types of monitoring services, the ministerial services, appeared. He/it is again too early to make a balance deepened of their action, but he/it is already clear that they dragged some deep changes. The chapter that is dedicated them lands a more prospective vision therefore that the remainder of this work.

It is otherwise essentially about a sociological analysis. That is to say that we only land incidentally the psychological aspect of the relation between people who call these services and those that answer them. This book has above all for objective to show the telephonic permanence apparition, their generalization in years 70 and the different shapes that they took while trying to clear reasons of their success: development of the telephonic equipment, but as apparition of new psychological needs. Our analysis nearly carried solely himself on the French services. The situation defers too much a country to the other to be able to make the object of a general presentation. However to put the French case in perspective, we presented the Samaritanses, because they are founders of the psychological help by telephone. We also brushed roughly a world picture of the service distribution.

In order to permit a global " vision " of the psychological help by telephone, we adopt several successive attack angles that correspond each to a part of the work. He/it is essential to know history and the social uses of the telephone to understand details of psychological help services well. Some details of these permanences also find again in other shapes of communication, that it was about broadcasts radiophoniqueses or the pink minitel. Three of the most important services of psychological help by French telephone, Sos Friendship, Telephone Service Parents and AIDS Info Service, are presented of deepened manner.

A third part lands some telephonic permanence features. That it was about the assessment of their answer, calls that they either receive the nature of the écoutants.Ils are clear that it is about a particularly multiform object that lets himself pain to fear.

FIRST LEFT:

A TELEPHONIC USE AMONG OTHERS

Chapter FIRST

A technique, A social need,

I THE SOCIAL DIMENSION OF A TECHNIQUE:

One cannot understand the emergence of psychological help services without knowing the social uses of the telephone precisely, his/her/its telephone-relation with many social phenomena and his/her/its progressive integration in the society. The telephone is carrier of modernity and his/her/its social relations mediatized. He/it is only an element of the hyper-telephony, where combine themselves the transmission of data, the answering machine and the telematics.

Invented in 1876, the telephone didn't democratize himself in France that since 20 years. During a long time France remained underequiped especially. It was the time of damsels of the telephone, these people who put correspondents in relation, when the automation didn't exist. " The half of France waited for his/her/its adjusting, while the other half waited for the tonality ". 9% of the French population arranged a telephone in 1960, when more of the half of the English or Americans possessed one of it. From 1974, the French government wanted to catch up this delay to big strides and the telephonic equipment passes 30% later to 93% twelve years. Telecommunications become a major political and economic stake, that sees to tear itself/themselves partisans of a total déréglementation and those of the jump forward technological.

Years 80 saw the blossoming of telecommunications, where the voice only plays a secondary role, replaced by the computer screen, the circulation of data or the fax. Media interpersonnel phones it becomes more and more a machine to communicate versatile. But roof of the paradox his/her/its apogee coincides with the announcement of his/her/its death next. In 1995 will appear the visiophone that will permit to see the face of the interlocutor. The telephone will lose one of his/her/its most particular features then, the one of the word without body. From years 80, according to Jacques Perriault, there was integration in the technical culture of the substitutive role that could play the telephone. [1] in some years, he/it became an element indispensable and indissociable of our daily: he/it comes with us in each of our activities. Tool of the modern economy, telecommunications substitute themselves progressively to the other types of relations (mail, meeting in the face to face. . . ). Richard Lauraire spoke of a " flexible integration and without shock of technique himself slippery until the most intimate individual activity places. [2] he/it is meaningful to note that more of the telephonic contact half are a matter for the emotional domain and no of a strictly functional use.

The telephone became one of the most present techniques in the French society, without having caused real reactions of dismissal. Has maybe why one arranges of if few precise studies on the sudden distresses that she/it provoked in the social relations and interpersonnelleses. It is that that watch Caroline Moricot and Victor Scardigli in a recent survey qualitative[3].

Several literary works put in stage phones it, of " The voice Human " of Jean Cocteau to the " Passion Ginette " of Maria Righini. Cold media according to Marshall Mac Luhan, because he/it doesn't make enter in game that only one sense, the hearing, the telephone is however par excellence the interactive tool, users give him his/her/its content. The other technologies are the communication of mass and the telephone is from afar the only technique of communication that permits the human relation. Because he/it is the most reduced communication means, he/it is also the one that requires the strongest personal investment: all must pass through the voice, the invisible, l'émotionnel[4 ]. . .

The telephone or the communal utopia

" The communication became the shape modern of it charité"-to to watch there besides near, the telephone even appears as the symbol of the technique to the man's service, as the famous this countryside of the Télécomses: " Of men who join men.

Jacques Perriault5 insists on the social role that one wants to make play the new technologies systematically. So Charles Cros wanted to make of the telephone a prosthesis for the deaf. Henry Bakis evokes the futuristic visions of the télétravail: " Nothing would oppose to the revitalization of villages depopulated theoretically, or even to the creation ex nihilos of villages implanted in middle rural"6 The new technologies of communication always had some convivial or social uses, that it was about the data processing in the pedagogy or the communal radios. As well as radios became free to the turn of years 1980, the téléconvivialité or the pink carrying trades show this same transformation ludique or convivial of a technique, the telephone.

Whereas the technical means of communication increase and vary themselves, relations interpersonnelleses don't seem for as much himself in to be enriched. Paradoxically the century of the communication generalized also appears as the one of the isolation. Many reference marks and passages initiatiqueses disappear little by little and drag the loss of identity of a population marginalized. This analysis is contested by the most optimistic thinkers who extol a réenchantement of the social. Radiowaves would become our new agora and spot advertisements, our tamses tams[7 ]. If the old places of conviviality, meeting and neighborhood disappear, new spaces are invested, relations interpersonnelleses are only transformed.

II meets It of a technique and a need

To the origin of the development of the psychological help by telephone we find three main reasons:

-L'émergence of a new socialité

-the transformation of the social tie

-the development of new models of control and management of the social.

Transformations of Western societies caused a certain number of too very known pathologies to be analyzed here. The urbanization, the migratory phenomena, the speed of mutations provokes pains that have for common denominator the isolation of an important fraction of the population. Durkheim qualifies " of anomie " this social lawlessness whose suicidal conducts are one of symptoms. The society, at the same time as she/it isolates, is more and more régulée and normalized, she/it lets less free course to the individual dysfunctions. He/it results the exclusion of a large fringe of the population of it. Currently 42% of Frenches live alone and 10% among them will pass one moment or another of their existence in a hospital psychiatrique[8 ]. Distresses become less visible, less social and more psychological. At the time of crises, the need of a prompt help has himself felt further. A real market of the solitude constituted itself in France, shared between the humanitarian associations and the commercial services. More and more societies of insurance propose in their relational surrogate contracts, that it was about sick guards, or of meeting clubs. The minitel, of which his/her/its creators wanted to make a functional tool, has of the his/her/its first successes to the convivial carrying trades. The time of viruses and the fear of the other found the ideal tool appropriate from afar.

Services of psychological help by telephone appear the best answer to the pain modern being, so much as middle of communication that to bring a personalized information. Alain Touraine summarizes the work of these services marvelously: " You take a heavy, collective phenomenon and you want to answer there by the relation the more light, most evanescent that he/it is, the structured minus and the more structurantes. " ₉

More one moves, more one phones " bases human of the society rest on the communication. " Goethe -once, one was born, lived and died in his/her/its country. Today, on the contrary, one lives in a different place succession, to the will of studies, opportunities of career, or the in love meetings. Years 70 were those of a very strong growth of the French mobility. More of the household half moved between 1968 and 1975. It is the same that were the first to equip itself/themselves massively in telephone, to maintain a tie with their families and their relations[10]. Joseph Haèringer[11] had noted the very strong interrelationship between the migratory flux of a region and the number of calls received by the station of Sos Friendship. As for téléconviveses studied by Brioleses and Tyar[12], it is in majority of new " transplanted ", bachelors of 35 years, inhabitant in the residential districts. The " network " permits them to recreate a circle of relations.

Most analyses of the psychological help by telephone don't take in account the social uses of the telephone, they make carry the main thing of their subjects on the relation of help. Contrary to numerous other technologies (as the microcomputing), he/it appears better like one of possessions the shared. And yet, actually, the underprivileged social classes call services of psychological help very little. They are already taken in multiple links of social aid and especially they have less the habit to analyze itself/themselves verbally. Women make an use more intense of the telephone than men, especially in the superior classes. To this subject, the half of the emotional utilizations of the man telephone is destined to their mothers, proof if it is some of his/her/its umbilical cord role. If he/it doesn't exist any more social inequality before the telephonic equipment, this inequality stays in the use that is made some. A setting will use the telephone three times more that a worker, and it will have a versatile use of it whereas the worker will limit himself/itself to the functional use. The technique, factor of progress, can as to turn into exclusion for those that don't know how to adjust to his/her/its norm. Taking conscience of this fact, Jacques Dondoux finished a report lately on the right at communication[13 ] where he appears that 45% of the population are handicapped facing the new technologies of the communication, because she is aged, economically weak, handicapped either illiterate.

GENESIS OF THE AIDE PSYCHOLOGIQUE

BY TELEPHONE

Main facts: of the world history

of the French services

of Sos Friendship

1876 invention of the telephone

1905 opening of a telephone line of prevention of the suicide in New York and Los Angeles

HUMANITARIAN DIMENSION

The telephonic permanences spill in western Europe, setting up by the humanitarian associations of religious inspiration.

1953 creation of the Samaritanses in London by Chad Varah, shocked Anglican priest,

by the upsurge of the suicide.

1957 1st book on the Samaritanses: God crams phoned me

Creation of the Tense Hand (Switzerland) and of Television Welcome (Belgium)

1960 creation of Sos Friendship in Paris

9% of the French population possess a telephone

1963 expansion of the Samaritanses through the world. They have an increasing role in England (16 stations). Telephonic permanence generalization in western Europe

Creation of the Life Line in Australia by the church Methodist

First 1966 book writes on Sos Friendship

1967 creation of Ifotes, International Federation of emergency Services,

Sos Friendship counts 5 stations and receives more than 50 000 calls per year

The association is recognized of Public utility for the prevention of the suicide

SOCIAL PHASE

The social services take conscience of the utility of the

telephone how middle of prevention

1971 creation of Telephone Service Parents by the school of Parents and Educators

1973 progressive departure of the religious authorities of the direction of Sos Friendship stations

1974 Joseph Haéringer, new Chief of Staff, launch the magazine of Sos Friendship. The accent is put on the social dimension of the activity.

Sos Friendship receives more than 100 000 calls per years

The French government makes the equipment in telephone one of his/her/its priorities

1975 to the United States, many articles and theses carry on hot lineses "

Creation of the telephonic Service of information and Regulation of Births, following the law on the interruption voluntary of pregnancy. .

Creation of Sos Couple by the Federation of Centers of conjugal advice and Sos Beaten Women

1977 200 European stations are affiliated to Ifotes, whose nearly half is English.

First apparition of Lines of the Confidence in countries of the East

The Samaritanses have more than 100 stations in England and are present in 23 countries

Opening of Sos Children

1978 the suicide loses his/her/its importance within Sos Friendship to the profit of communication problems. A minority of écoutants leaves to create Sos Suicide suicide Phoenix

1979 creation to the therapeutic " center the abbey " of Sos Parent-children.

Creation of " Cheerful " Sos Écoute by a team of Sos Friendship dissidents

1980 more of 400 European stations. Germany and England possess some

more of half.

Creation many intended services to teenagers (Jonas Écoute, Young Point. . . ) and to families (Sos Family in peril, Sos Parents. . . ):

1983 to the State-united, more of 200 articles or theses carried on services

telephonic these last 10 years.

In France a circular of the Social Business Ministry recommends the creation of lines of monitoring and bad treatment description by the Ddasses. He/it creates himself/itself about thirty of them.

1984 the Samaritanses leave Ifotes for divergence of principles.

Chad Varah, their creator, judged too authoritative, is separated of the direction.

94% of the English know the Samaritanses

1985 development of monitoring services in the Mediterranean countries,

especially in Spain and to Portugal.

The Foundation for the childhood finances a survey to value the role of lines of description of the child maltraitance. Survey that shows the failure of this initiative

94% of the French population possess the telephone

Generalization of the minitel and merchandising of new products of hyper-telephony: answering machine, signal of call, mobile telephone. . .

MINISTERIAL PHASE

New services are put in room by powers

publics with important budgets.

1986 generalization in Europe of the Sos AIDS and services of monitoring for patients of the

cancer

Serious financial and existential difficulties of Sos Friendship, that see his/her/its number of calls regressing.

Launching of his/her/its first big media countryside, to " Laugh that live ".

Sos Friendship possesses 50 stations of which one to Nouméa and receives close to 600 000 calls per year

A green number functions during six weeks in the setting of the countryside " drugs It, let's speak in ". He/it receives 23 000 calls. Several similar experiences will repeat themselves the following years.

Creation of two services to Numbers green " Sos Woman Rape Information " and

International " " Sos Drogue

1988 telephonic service generalization through the world

Opening of a telephonic service of prevention of the suicide in Moscow

More than 600 European stations are affiliated to Ifotes. The Samaritanses possess 187

branches for 3 millions of calls by year, the Befrienderses International, their,

twin association, has 170 stations distributed in 23 countries.

Opening of a service by the Cross Red French

Creation of the number green Childhood and Sharing

The Ministry of Business Social finance an important linguistic survey on calls received by the telephonic permanences. This report will be given back public in 90.

1989 law of orientation on the mistreated childhood. She/it foresees the creation of a green number of description.

About twenty associative Soses disappeared these last years, for lack of subsidies and because of the new service competition

1990 opening of hello Childhood Mistreated in January; This service receives more than 400 daily calls very quickly. It will be to the tour of AIDS Info Service in October (700 calls per days) and Info Drugs in December. Flowering of social service Soses in all kind. . . .

2001 disappearance of the telephone?

II chapter

HISTORY OF AIDE PSYCHOLOGIQUE SERVICES BY TELEPHONE

I

Of the humanitarian association

to the social service

He/it is essential to know the history of psychological help services by telephone, since their origin in 1905 until the ministerial green numbers, of the prevention of the suicide to the domestic relations to understand the present stakes.

For some, the prehistory of the psychological help by telephone begins with the invention of the telephone in 1876, for others, most numerous, it is the one of the psychoanalysis in 1889 that will be déterminante. Between these two dates, we recovered the first mention of a social utilization of the telephone: since 1887, a Belgian theology magazine evoked the possibility of confession by telephone and landed the spiritual problems that it raised. Freud him even was inspired by this new technique: The analyst's unconscious must include herself/itself to the consideration of the unconscious of the sick, as the telephonic receptor to the consideration of the call shutter. " ₁₄

1 the founding forebears

All first services of psychological help by telephone that spilled in years 50 and 60 had for objective the prevention of the suicide. The industrialized countries were confronted to the twentieth century to a suicidal wave without precedents. However, he/it appeared very quickly that was the emotional isolation and the impossibility to give a ticket to his/her/its desire to die to his/her/its origin as well as of the suicidal crisis states. Monitoring and the immediate availability appeared therefore as the best answer. Since 1968 the Group of survey of the Suicide recommended the telephonic permanences as main middle of prevention.

The national League Against the Suicide creates in 1905 the first two telephonic services of the world in New York and Los Angeles. They are completely today oubliés[15]. A second was created in Vienna in 1948 by the first Center of Prevention of the European Suicide. It is in 1953 with the creation of the Samaritanses, real founding ancestor, who is born officially the psychological help by telephone. Chad Varah, British priest alarmed by the upsurge of suicides in Big Brittany, propose the telephone number of his/her/its parish in classified ads: " If you want to commit suicide you, call Man 9000 ". His/her/its initiative receives a big popular echo and will be imitated very quickly by other countries. In 1957, it is to the tour of Switzerland and Belgium to open services, while appears the first book on the Samaritans[16 ]. Three years later, Sos Friendship sees the day in Paris, under auspices of the Protestant church very quickly rejoined by the Catholic and Jewish authorities. To this time only 9% of the French population possess a telephone, whereas more of the half of the English are equipped some. Laura Nosmas in his/her/its book of souvenir[17 ] remembers with emotion of calls launched of a subway cabin by a settled desperate one to throw itself/themselves under the first oar that would pass.

The Samaritanses open lines in all countries of the Commonwealth, while the telephonic services become widespread in Europe of the North. Lines of the confidence " appear in certain countries of Europe of the East, as the. The International Federation of emergency Services is created in 1967 to fight, it seems, against will hégémonique of the Samaritanses.

2 of Sos Friendship to the social " services "

In 1967, Sos Friendship, that possesses 5 stations, is recognized of Public utility. Several livres[18] make the big public know this association. Four years later the school of Parents opens the second telephonic service of France, Telephone Service Parents, agent on the very different principles: advices, information. . . He/it announces with 12 years of advance the social phase of the psychological help by telephone.

With the sudden development of the telephonic equipment, the number of Sos Friendship stations increases, (10 in 74, 35 in 78). The number of calls received passes the doorstep of the 100 000 per year. After the legalization of abortion the Service of information on the Regulation of Births already gets in room, orchestrated by Françoise of Boissieu, instigatrice of telephone Service Parents.

It is whereas one attends the birth of a first wave of psychological help services by téléphone[19]: Sos Couples in 75, Sos Children in 77, Hello Small Childhood and Cheerful Sos Écoute in 79. Sos Children see the day following a broadcast of the Europe radio 1 destiny to children. This service immediately received very numerous calls. Created to permit to converse with listeners he/it was going to become quickly a daily permanence but he/it will close one year later, for lack of subsidy, and his/her/its founders will create the Sos service Related Children.

Oriented toward of publics very targeted, several services lead forehead helps him social and the psychological support (Sos Big Mother, Hello six-fifteen years. . . ). They propose just as good of guards at home that of monitoring. He/it is very interesting to note that the first article on services of psychological help by French telephone, was published by a young magazine " protester ", Otherwise, in a file dedicated to the new shapes of interventions on the society. Without promotional means, without no budget of working, import what small group can open his/her/its " line ". It was the case of very numerous communal " services " as Parents Aggravated " of the city of Lyons. All these services want to establish a more direct tie that the traditional shapes of social, able to actions to answer to the daily difficulties of the population. This is how his/her/its creators defined Telephone Service Parents like a " antidote to the bureaucracy ".

During this period, Sos Friendship alters progressively: his/her/its size has décuplé, the French society changes, and a new competition to make itself/themselves day. The charter of Sos Friendship, as well as many ethical documents clarifying principles of monitoring, are written in 1976. The suicide is not anymore the unique goal of the association, it intends henceforth to welcome all distress and all difficulty of communication. One counts some 200 telephonic stations then in Europe, whose nearly half is English. Finland and Germany arrive behind. As for the Mediterranean countries, but Italy, they don't possess some again.

3 the explosion of the associative Soses

The beginning of years 80 sees the apparition of a telephonic service multitude, often agents by small militant groups arranging few means. E. and J. P. Lehsniches appraise that on the 36 telephonic permanences that they count, alone 20% of services existing in 1986 had been created in years 70[20 ]. Most these new services are centered on the family and on relations parent-children. Several services are conceived for children and teenagers: Jonas Écoute, Hello Small Childhood, Young Point, created by the old Chief of Staff of Sos Friendship. . . One sees walls of the subway covering itself/themselves with affichettes. The press big public as the specialized magazines, begin to speak of psychological help services by téléphone[21 ]. In the same way, create themselves of multiply commercial services of emergency, of Sos Pizza to Sos Clean Impec. It is whereas the Social Business Ministry recommends the creation by Departments of Sanitary and Social action (Ddass) of description telephone lines.

However, Sos Friendship, that now receives 600 000 calls per year, crossbar a serious existential and financial crisis. In 1986, several new services will adopt some green numbers, while many among pioneers will close their doors. One attends a deep renewal of their practices, with the apparition of new types of prevention " services ", then.

Until the end of years 80 the psychological help by telephone had nearly developed itself of way linear. With the ministerial numbers she/it is going to know a deep mutation.

AIDE PSYCHOLOGIQUE

AND RELIGION

The first services of psychological help by telephone that spill in Europe in years 60, are all makes churches. The two only set down theses on the psychological help by telephone were exactly make in universities of theology. Churches grant today an importance all particular to the new technologies of communication that appear as of news missionary shapes. So is some him of the télévangélistes success. One of his/her/its paragonses, Jules Gritty, priest columnist and to counsel " picture " affirmed since 63: " the own of the Catholic cult consists in maintaining the primate of the visual and the auditory.

I

Militant, missionary or aconfessionnels

One can distinguish two types of services:

-those that have some religious origins but proclaim himself aconfessionnels

-the missionary services that use the telephone like tool of propaganda.

The utilization of psychological help services by telephone like middle of propaganda is not makes it solely of churches but also of militant groups, as the one that makes function Sos Woman Rape Information. Sos Future mothers are typical of associations militantes[22]. Created in 1978, she/it is present in about hundred French cities. She/it belongs to the movement of leagues anti-abortion. Coordinated them indicated are those of the voluntary of the association that keep anonymity however. Appelantses receive a material and psychological help. With this association puts himself the question of the telephonic service control. One can so to let a total liberty to the opening of these services, that finds a means of propaganda thus.

As paradoxical as it can appear, the religious services arrive in fourth position. This phenomenon is to bring closer the religious origins of psychological help services by telephone. Among these Sos Hope is most known, but it exists some of about hundred, of the simple answering machine to league anti-avortement(Sos Future mothers) and to the militant grouping (The Christ Liberating of fire Doucè pastor). The situation differs greatly following however countries. If in France the initiative comes from church men, it remains deeply laic. On the other hand in Germany services " of cure of the soul " or help state of mind " (" telefonseel sorgee "), as well as one calls them, remain under the ascendancy of parishes. 5 to 10% of calls received by these services carry besides on the religious questions. The Mediterranean countries with France and England are the only countries to proclaim itself/themselves aconfessionnels. It is only in France and in Italy that the first telephonic services are not placed under the authority of churches. The Germans arrange two distinct stations, one of Catholic obedience, the other protesting.

In France, the Protestant authorities left Sos Friendship in the beginning of years 70, but the influence of the Protestant mentality is again very appreciable in the association, so much in themes of reflection, that in the Protestant origins of most leaders. Principles of Sos Friendship proceed an osmosis between an essentially Protestant ethics and the traditional representations of telecommunications.

II

A Protestant specificity

Services of psychological help by telephone are a specificity protestante(nouses include under this term the different confessions, Lutheran, Calvinist or Anglican). The Protestant countries of Europe of the North possess all a lot more of stations that others. England and Germany regrouped more the half of services thus until 1977.

All the paradox of Sos Friendship resides in his/her/its affirmation to be aconfesssionnel, whereas it is priests and pastors who directed stations until the beginning of years 70. Sign of his/her/its religious origin, 91% of écoutantses tell to belong to a religious confession, the Protestant and the Jewish being on-represented especially in relation to their percentage in the French population. The 1O% of Protestant, if they are minority among écoutantses of basis, are even numerous to the direction of stations. Beyond his/her/its principle aconfessionnel, all the philosophy of Sos Friendship is imprinted of Protestantism: austerity, introspection. . .

To the culture of the direct contact of the south would oppose the one from afar chillier of the stake of the Nordic countries, where the deprived domicile plays a more important role. The recourse to a telephonic service appears like more built-in, and possibilities of less frequent social contact. Contrary to the very normative Catholic church, the Protestant appear traditionally a lot more innovative and tolerant to the social taboo consideration of which we said that they found their privileged expression through these services. Their understanding attitude lives to screw of the suicide that they exercise a lot more that Catholics, abortion or the euthanasia are in this respect revealing.

He/it is true that it is as the same countries that are equipped themselves massively in telephone in the immediate postwar. 60% of the English already possessed a telephone, when only 9% of Frenches arranged some. But the telephonic equipment doesn't explain all however. Thus, Poland has many services since 1977, whereas the telephonic equipment is there very late.

III

The shrink's religion

The church, if she/it is at the level in loss of speed of the religious practices, in continuous not less to play a social and symbolic role of first plan, notably on the ethical plan. We spoke previously of this religious feeling plotting toward the psychological, this one filling today the same functions identitaireses. the obstruction for the culture shrink is symptomatic of the need to speak of one. The society of communication is also the one of a fold narcissique. " Speak me of me: there is only that that interests me. " Sign of times, the consumption at home and the cocoonning. There is a deep likeness besides between a psychological help service by telephone and a confessional. Calling him as the believer comes to speak under the seal of secrecy about their pain-being, the same expression of this one, and of anonymity, relieving them as the absolution delivered them. As for the obstruction for these services, some see the sign of a television-communion generalized there. The term of SOS, used to the origin then by sailors by a majority of service, mean Save Our Soûl besides (save our soul).

II

THE MINISTERIAL NUMBERS

The green number (framed)

It is a free call number whose first numbers are 05. Calls are invoiced directly to the possessor of the number. He/it appeared in 1983, with lots of advertisement and function on the same principle that the " 800 calls American Free ". Enterprises found a great tool of communication there close to the public. He/it exists today more than 5000 green numbers. [23]Lth green number is financially an incitateur to the call for the economically weak or dependent people, but it especially permits to answer to needs of the whole of the territory. Let's take the case of a service society that possesses branches in all the France, each having his/her/its own coordinates. To assure a global promotion of this society appears like a real breaks head. He/it would be on the other hand indecent to ask the clientele to call to the other tip of the territory.

For services of psychological help by telephone this free call possibility is the only manner to get a total cover of the national territory. Indeed numbers paying, but the more known or most specific (Listens to Cancer. . . ), get very little regional calls telephone. Only Sos Friendship with 49 telephonic stations is present in all regions. But in fact this solution is more expensive than the adoption of a green number: multiplication of the number of écoutants, existence of stations receiving very few calls, difficulties of coordination. AIDS Info Service chose one fashion of organization original, since it combines his/her/its green number with eight regional teams to permit a nearer work of the land.

The major inconvenience of the green number is to cause many calls no valid. It is what drove Drug Info Service to choose to be paying. To restrict calls, France Télécom launched the " Number Azure ": for the first tax is paid by calling him and the following by the subscriber.

1 the progressive takes in charge by the public powers

The public power interest for the telephonic permanences is older than the lets believe the recent public " telephonic service apparition, that has all four been created during the year 90. We are going to retrace the history of this progressive and hesitant appropriation. In the middle of years 80, the departmental services of descriptions and several experimental numbers are launched at the time of countrysides of prevention against the drug, the AIDS or for the beaten women. The year 1990 sees the apparition of four free call lines (Hello Mistreated Childhood, Sos Drogue Police, Sos Drogue, AIDS Info Service) that hope each to drain several hundred of call thousand.

He/it flowed out 7 years between the first initiative, lines of description of 1983, and the opening of real telephonic services. He/it is true that there were a lot of reticences to defeat and that the first experiences were little conclusive. The first governmental tentative, the number green addiction, if she/it demonstrated the relevance of the telephone " to touch " new publics, received 80% of mute calls.

Since the legalization of abortion, the Service ministerial Telephone of Birth Regulation (SIRN) creates the first French state telephone line. This service, ephemeral, to for goal to face the enormous need of advice felt by the population confronted to a law that shocks his/her/its habits. Françoise of Boissieu, Chief of Staff of the Superior Council, will be the instigatrice of it. Old chairwoman of the Parent school (EPE), she/it had already created Telephone Service Parents. Become Chief of Staff of the League against Cancer, she/it will preside to destinies of monitoring Cancer later.

In 1983 the Ministry of Business social watch of the interest for these new services. Nicole Questiaux, secretary of state, plead for a new social politics. It is the time of a tentative of renewal of the social work. A circular recommends the creation by the Departmental Directions of the Sanitary and social action (Ddass) of lines of description for the Mistreated childhood. More of a third of departments will open such services. But for lack of promotion, they will receive few calls and will close their doors at the end of some years. Three years later, a report of assessment raises the report of their failure: lack of promotion, bad coordination between services, too big diversity of demands that is addressed them. . . . The social Business ministry is going to choose another strategy therefore. In December 86, at the time of the countryside of prevention against the drug " The Drug, let's Speak forward that she/it doesn't speak " to him, an experimental green number is opened during 6 weeks with a strong advertising beating (spotlights television. . . ). He/it receives 23 000 calls putting in relief misses it crying of dialogue that feels many teenagers. So 70% of the valid calls didn't concern the drug, but landed the domestic difficulties in particular. With this countryside drugs it becomes one of the big concerns of Frenches. This type of sensitization experience will be reissued several times; in 1987 in a countryside on the conjugal violences, then in 1989 on the AIDS.

Since 1986, the associative services see the party that they can extricate the green number. After " Sos Women Rape Information " and " International " Sos Drogue (March 86), it is to the Red Cross tour Listened " then of "Enfance and Sharing " to adopt some green numbers (in 1988). For the Cross Red French, it is the opportunity to vary his/her/its actions, to widen his/her/its public and to transform his/her/its picture, but his/her/its financial difficulties of May 1989 will pull up the Listened Red Cross extension. As for Childhood and Sharing, association created in 1977 to rescue the unhappy childhood, she/it opens a line of description of cases of maltraitance to child and pursues in justice the " guilty ". The association carries himself civil part in suits, critical strongly the government and the guilty " social worker silence ". His/her/its action receives a big public impact but his/her/its practices, that find inquisitors of no, displease to the public powers that withdraw him his/her/its 150 000 FS of subsidy.

The new social Business Ministry, in the person of Dorlhac Héléne, chose to make the childhood mistreated his/her/its big theme of countryside exactly while proposing the creation of a telephonic service notably. She/it is decided in the law of July 1989. His/her/its coordinates must be displayed inevitably in the public places of child welcome and the description of maltraitanceses becomes a civic duty. Indeed the administrative heaviness make that number of descriptions gets lost under way ". The Ministry also sees in this service the possibility of a direct tie with the French population and, it hopes, with the they-even mistreated children.

Hello Mistreated Childhood opens his/her/its lines January 1st, 1990, and receives more than three hundred daily calls very quickly. He/it will have emulators in many departments. But already the social Business Ministry prepares his/her/its next big countryside of prevention. This time, it will be the drug: Drug Info Service sees the day December 10, 1990. During the same year, an association of prevention and support to patients, Helps, and the agency French of Struggle Against the AIDS associates to create a line of information and support to patients, AIDS Info Service. He/it functions since November 13, 1990. A Sos number Woman Beats announced to the same time, didn't see the day again.

In the same way, services of psychological help by telephone become little by little an object of research, as testifies the holding of symposia of it. . . . In 1986 constitutes himself in Lyons and Saint Etienne Groupe him of Research on the Telephonic Calls (GRAT). This casual team gathers écoutantses of several regional, as very associative services that social. Answering to the call of offer of the SIGHTING (ministerial Mission Telephone of Research and experimentation), she/it led a collective research [24] in narrow collaboration with researchers of the university of Lyons II. The role of listening him and his/her/its difficulties but also role fantasmatiques of the telephone have especially been studied.

2 MUTATIONS OF THE SOCIAL INTERVENTION

To The telephone, panacea miracle,

Our researches convinced us of the importance of the associative services and the human relation that they bring. In this chapter, we land a vision more controversial and prospective of the psychological help by telephone. This analysis is shared by the majority of the telephonic permanence actors as well as by many responsible of public organisms. It is not about denouncing all green " numbers but to show the evolution that seems to draw itself/themselves and to put in guard against an utilization to ends of social control.

Despised disdained then, the telephonic permanences make today the object of increasing stakes. All new booklets of the Social Business Ministry make reference to the efficiency of the telephonic services, as they have been experimented in Italy or in the Scandinavian countries. For the associative service persons responsible, it is the end of a certain conception of the psychological help by telephone. The Green Number appears today as the panacea miracle that could even substitute himself to the traditional fashions of social prevention. They have all summertime launched in the setting of a vast countryside of prevention distributing their coordinates extensively. Calling him becomes the craftsman voluntary of his/her/its own prevention, or even of his/her/its social tracking.

With the social phase, numerous lines of monitoring had already departed to the principle of the bénévolat and had been himself professionnalisées. Écoutantses became some social workers as others. These last years, anonymity and the confidentiality of calls are sometimes put back in question by some services. [25] calls are put, with coordinates of calling him to Hello Mistreated Childhood. These services achieve some statistical studies and serve national observatories. Hello Drug Police is besides a service of the Narcotic Brigade destined to permit to go up paths of drug distribution. He/it only received very few calls, his/her/its denominative connoted too much incites to the call hardly. Borders are sometimes very fuzzy between the duty to act and the ingérence in the private life. The case of childhood and Sharing is in this respect meaningful of risks of skid of the utilization of the telephone. This line of child description mistreated opens the door to the denouncement. To the contrary of the associative services of solidarity and reliance ", this one risks to provoke the social cut. With the practice, the green numbers divert themselves however of the ministerial, practicing objectives a monitoring more general practitioner and reducing the number of descriptions.

Faurant bow through the analysis of the working of a service of signalement[26] watch well all difficulties to which is confronted this practice. Écoutantses them even find again in a particularly uncomfortable position, they must be extremely heedful before making leave a " description ". The local persons responsible see the will of control of the central power there. As for the social workers, they feel lésès because advance often with prudence since several months on a file of maltraitance, in order to preserve interests of children. And sudden a call transmitted to the General Council puts back in reason all the committed work and obliges them to intervene without can take all necessary precautions close to parents.

B controls It replaces monitoring

An American sociologist carried in 1962 a prophetic diagnosis on the flight of telecommunications: Activities of communication are more and more numerous that vie to attract the attention of every individual, each propertied his/her/its own signs, symbols, arguments and incitements. The modern technology put to the service of the emitter an enormous multiplier of his/her/its messages that permits him to operate to a least cost by message. [27] as for Georges Orwell, in 1948, in his/her/its novel " 1984 ", he/it foresaw means of telemonitoring and control of the human psyche. Every citizen had to confess to the television his/her/its ideological deviations. Since years 60, Prolife-line, a federation of Australian Catholic services, had had objectives of propaganda. Is not necessary him to get worried that, of sign of solidarity, of associative social tie, does the psychological help become ministerial communication strategy and electoral process? " See how much one takes care of your problems. . . .

Services of state possess enormous means, compared to the atmosphere of associative service shortage. Each of these services to a cost of working of 12 millions of francs and benefit countrysides of preventions. Whereas an associative service only receives some thousand of calls, the social " services " about ten thousand, these green numbers count them in hundred of thousand. Their competition, classic phenomenon of the qualified humanitarian world of " charity business " by his/her/its herald, be going to compromise the existence of most the associative services. About twenty services already disappeared and the most see their reduced subsidies to portion congrue. Only Sos Friendship seems to possess an institutional weight being sufficient to can perdurer. This evolution far to concern the telephonic permanences solely, puts back also in reason a part of shapes of social action. This is how the General Direction of Health reduced subsidies of associations of prevention of the addiction strongly, appraising that Drug Info Service filled their mission.

He/it would be regrettable that their disappearance drags the end of a certain relational monitoring quality and the strict application of the ethical rules would be threatened. Appelantses would find can be more of information, further of social help, but would not satisfy their need of human heat anymore.

It says, the ministerial green numbers permitted to measure the social problem size up to here underestimated, the bad treatments to children, the isolation of the seropositive and to enliven a vast social debate, following to the silence. In the case of the services Info Drogue and AIDS Info Service, they permit to sustain and to inform a population that risked to remain freestanding. Never an associative service won't be able to provide such a quality of information, such a network of cares and support. But, on the other hand, by reason of his/her/its fashion of working further oriented toward the action, no ministerial service can provide the capacity of Sos Friendship monitoring. So AIDS Info Service has a very positive balance, it is notably thanks to his/her/its associative bases and instead granted to monitoring. The two other green numbers showed their limits, the perverse effect risks and attracted the hostility many specialists of help to the childhood or drug addicts. Interesting phenomenon: appelantses appropriate the telephonic permanences for the particular needs that are rarely those for which these services have been conceived. Of their side écoutantses, confronted to calls, don't mark out themselves to the mission that has been confided them.

This analysis is to put in report with a more general evolution of the society. Medias and the world of the communication interfere more and more with the civil society. To the same time that the ministerial green numbers, several broadcasts of television of " shrink-shows " appeared, with sincere educational desires. Thus, the broadcast of TF1, " Lost of view ", makes intervene of parents whose child has fugué or of people in search of an old mate. Spectators are invited to testify, to give tracks. Since the fall 1991 a new broadcast " The love in danger " exercises the psychological help in direct. A couple comes to tell his/her/its difficulties of common life and a psychoanalyst in big pomp comes to carry a diagnosis and to give them returns of happiness. Many journalists ask services of psychological help by telephone of appelants testimonies to be able to make benefit their listeners of it. He/it exists to States United several services of denouncement or telephonic confessions, that collaborate with the judicial authorities. In France, in 1989 a commercial radio, Skyrock, used the same process. Listeners called to denounce their neighbors and " The avenger Masqué " was in charge of making them of the telephonic jokes.

3 TWO MINISTERIAL SERVICE EXAMPLES

We dedicated a whole chapter to most important of these services, AIDS Info Service but we are going to present two of them another one briefly. More that of monitoring, the first wants to make the description and the second of information.

To Hello Mistreated Childhood

Created first ministerial service, he/it inspired himself/itself of the service " Telefono Azurro " of Bologna. Constituted under shape of public interest Grouping, he/it gathers the different actors implied in help to the childhood. Financing is assured for half by the state and for half by the territorial collectivities. This service is put to the disposition of departments to help them to fill their mission better. " Hello Mistreated Childhood opens his/her/its lines just as is launched a very media countryside of bad treatment prevention to children. He/it has a triple mission of description, of sensitization of the public and epidemiological data compilation. Under the terms of his/her/its director, Marie Claude Brachet, a new era of solidarity opens up. Hello Mistreated Childhood must contribute to put end to the domestic violences of which are victims two millions of children every year.

Each is invited to phone to make part cases of maltraitance of which he/it is a witness. Every signalled case is transmitted, after assessment of the relevance of the call, to the president of the General Council of the department concerned. This one makes open an investigation by the social workers and within one month informs the service of results. However, alone a minority of appelantses accepts to come out of anonymity. Hello Mistreated Childhood attacks authors of maltraitances not directly, it lets the care of it to the regional authorities, whereas childhood and Sharing arranges many lawyers and carry himself civil part in suits.

Very quickly the telephonic permanence receives more than 300 daily calls to reach peak times of 1000 calls per days during which alone 50% are received, being given the saturation of the service. The percentage of calls no valid to the departure of 50% passed during the year 91 to more of 80%. Among these 22% of mute calls or fanciful calls. 28% of calls come from children themselves and a fifth of mothers. A poll reveals that 40% of children would call Hello Mistreated Childhood if they heard to speak of a mistreated child, this means of recourse arrives in second position after the fact to speak some to his/her/its parents. On the year 90, among the 115 OOOS calls received, 1. 3% made the object of a description to the social services. The numerous fanciful calls obliged to a stricter control, before starting a gait. 12% of descriptions permitted to discover cases of maltraitance. 71% of the open files didn't correspond to any reality, the remainder already carried on cases known of the social workers. It is therefore hardly more of a thousandth of calls that permit to discover a case of maltraitance, and reach the objective of the creation of this service, that is to say to discover a case of unknown maltraitance of the social services.

Among the 50% of calls concerning cases of physical or psychological maltraitance, a quarter is the sexual abuses and 5% of the institutional violences. Hello Mistreated Childhood grants today more and more importance to the monitoring of all shapes of child suffering and welcome the more varied calls, in particular those that concern the domestic relations. A fifth of calls concerns litigations between conjoined divorced persons.

This service, more that of others, to given place to a vast debate as well as contentions. The countryside of prevention permitted to put a too often overlooked phenomenon in broad daylight, but it sometimes gave place to an excessive dramatization and a certain competition between associations of child defense and social workers attacked for their silence. Hello Mistreated Childhood permitted of responsabiliser the different actors of the safeguard of the childhood and to lead a collective work. Eleven departments will create their own lines of description grant the most collaborate with Hello Mistreated Childhood. The balance of two years of experience remains mitigated however. So certain partners of the permanence, social workers and territorial collectivities, saw a means to face situations of maltraitance better there, others see a will of centralism and ingérence there on behalf of the state and are anxious to keep their distances. As for the social workers, they sometimes have the feeling to see their work of aid to families put back in question. The description is not still the best solution to put end to situations of maltraitance and it can generate some perverse, such effects the denouncement (that remains rare) or a discount in question of a long term work. Everybody agrees on the emergency of adult empécher to hurt children. But the media beating of the year 90 he/it doesn't have hypertrophié a marginal phenomenon at the expense of other difficulties, can be less moving but that concern children a lot more, such difficulties of communication between generations. One arranges no reliable information besides on the number of children mistreated. Does the maltraitance begin to the bastonnade of a child or the deprivation of dessert? Persons responsible of the childhood Mistreated gave him a very large definition, that maybe physical or psychological, deliberate either unconscious. To that game, every parent is potentially a raw susceptible to be put to Hello Mistreated Childhood. 70% of parents have recourse besides to the old good spankings and fact the number protections judiciaires[28 ] increased distinctly. The reméde is not sometimes worse than the pain?

It is necessary to underline that this service, even though he/it is contested, marked a new telephonic permanence era and that he/it met close to children a very large public. Of fact his/her/its role passes the maltraitance distinctly to concern all shapes of child suffering.

B The National Service of Telephonic information Drugs and Addiction

Well that propertied about ten associative or departmental telephonic permanences of struggle against the addiction, France was one of the last European countries to not to possess a permanence étatique.

Third ministerial service, Grouping of public interest placed under the aegis of the General Delegation to the Struggle against the Addiction (DGLT), Drug Info Service opened his/her/its lines December 10, 1990, one month after AIDS Info Service, him also in the setting of a prevention countryside: let's " give them means to say no ". He/it corresponds, according to direses of his/her/its persons responsible, to a will renewed to give back more legible the French sanitary structures. He/it has a function of information and orientation above all toward these structures. Écoutantses are called " loaded there besides of telephonic " welcome. Drug Info Service works in narrow relation with the DGLT.

During the spring 90 an important survey of feasibility, arranging a budget of 800 000 FS, had been led by Socius, society of advice whose director is an elder representative of the ministry. According to the government's instructions, she/it established the notebook of loads, assured the formation of écoutantses and put back a service key in hands at the end of the summer. His/her/its budget is 12 millions of francs, that is to say two times more that Sos Friendship, for 50 times less calls received. As the other ministerial numbers, he/it functions 24 hours on 24, with 34 loaded of welcome salaried employee, but it is the only to have chosen to be paying to avoid all perverse effects of the green number. The paying shape permitted, to the departure of the less, to maintain the white calls to less than 5%. They reached, since some months, a few 40% of the number of calls. In the same way if to the departure, according to instructions of the feasibility survey, he/it wished to privilege information and no monitoring, he/it seems to move more and more toward a more psychological answer. A Scientific Council, especially loaded to think about the ethical questions and to elaborate the charter of the service, vigil to the assessment of the answer of the service and the follow-up statistical of calls.

After a first wave of 25 000 of calls at the time of the countryside of launching, their number stabilized to some thousand per month (50 000 in eleven months). On the other hand 62% of calls come from the Parisian region either an on-representation of 25% in relation to the green numbers. It is for these two reasons that the service chose from December 12 to adopt a green number. Although the phenomenon drugs is mainly Parisian, provincial arrange less structures of information. 69% of calls are the fact of drug addict families and mainly of their mothers, a fifth of drug addicts them even and a tenth of professionals. Calls of miners are less numerous than in the two other " public " services. A third of call motives don't concern the drug but of other difficulties. . . .

III chapter

Telephonic services

I

DIVERSITY OF SHAPES

OF MONITORING AND SOS

The social function and informative of the telephone is recognized today by all. Who has recourse there to inform itself/themselves on his/her/its rights, or merely on timetables of train? Before the number of calls received, of administrations, enterprises or the social services have to create it of the special services. The telephone offers good of advantages: facilitated and speed of access; he/it also creates new needs: television-dependence or acceleration of the social disintegration; he/it sometimes causes with difficulty effects controllable: mute calls.

The telephonic services developed themselves in three main domains: commercial, administrative and psychological help. The green numbers gave to enterprises a new means to communicate with their clientele. Societies of services also saw all the party that they could extricate this " captation of the desire of others ". Many chose the term of Sos, to the big dam of psychological help services that appraises this fraudulent appellation, exactly. Of Sos Clean Impec to Sos Feeding, they reflect the fashion of life of a worldly and urban population that likes to parcel out his/her/its life, to delegate each of his/her/its acts.

2 services of emergency:

Our society became the one of the emergency, of the social or technological failings, by reason of his/her/its increasing complexity and his/her/its atomization. To certain considerations we are passes a society founded on solidarity to a society founded on the security. The telephone, with his/her/its generalization, appeared like one of the palliative principals to these failings. Several telephonic services assure this institutionalized emergency function. It is some two-digit numbers, the same on all the territory. The 15 for the SAMU, the 18 for firemen, the 17 for the police. They assure an immediate help on simple call. They value the degree of intervention emergency then, means to put in work and reverberate them toward authorities concerned. One finds in certain countries, to the United States notably, of centers of crises that offer a multitude of answers to the prompt crisis situations: telephonic permanences, but as lodgings or interviews with a psychiatrist. Municipal polices and private companies propose since 10 years of security systems against the flight or aid to the invalid people. All break-in triggers a telephonic call to the police who immediately does a round. As for the aged people, they arrange a button press within reach of hand, that they manipulate in case of uneasiness. Coordinates of the surveillance center are composed automatically and his/her/its team intervenes.

3 services of psychological help by telephone

Among the multiple uses of the telephone (téléconvivialité, administrative services. . . ), we discern a particular category that we will call services of psychological help by telephone. Several denominative others would be possible: services of telephonic monitoring, telephonic services of emergency, telephonic permanence. So certain don't exercise monitoring but the advice, if others challenge the term of emergency, we are persuaded on the other hand that these services characterize themselves by the psychological dimension of calls that they receive.

He/it exists in France about 200 services of psychological help by telephone of which a quarter is antennas of Sos Friendship and of which alone about ten is known relatively of the public. All are confronted to the same types of problems: precarious financing, difficulties to motivate the voluntary, mute calls. . . . While basing itself/themselves on numbers of the 10 more important, one can appraise to 1.5 million people number calling every year less once a telephonic service reasonably. They were not hardly more than 50 000, at the end of years 60 and a million in 1989. To this time, with 600 000 calls, Sos Friendship received some close to the two third. To title of comparison, AIDS Info Service, most important some ministerial services received 300 000 of them during his/her/its first year of existence.

Services of psychological help by telephone don't constitute a homogeneous whole, but a constellation of services putting a point of honor to differentiate itself/themselves the some of others. However, they have all two features:

-them prompt answer is sufficient itself in herself and is not prolonged by an intervention

-L'écoute is more important than function informative

Actually, few services hold themselves strictly of it to this description. So " Childhood and Sharing " intervenes at the time of suit while carrying itself/themselves civil part. As for Telephone Service Parents, that makes psychological help yet indisputably by telephone he/it privileges his/her/its educational function.

II

The different shapes

of psychological help by telephone

He/it doesn't exist systematic telephonic service census. The available lists only concern some precise themes: the mistreated childhood, the drug. . . The few of study carrying on services of psychological help by telephone is probably attributable to the absence of figures and rigorous documentation. All comparison between services proves to be perilous. Indeed so certain receive only some hundred of calls per year, others treat several ten of thousand of them and most important more than 200 000. Because he/it doesn't exist any systematic census of these services, that they are for greatly confidential, the presentation, that is going to follow bases itself mainly on a qualitative approach.

If there is not any difficulty to know the working of a service very institutionalized like AIDS Info Service, a lot of another one prefer to keep the secret, don't answer to the mail, and refuse all intrusion. This is how Sos Hope refuses to communicate the least information on these activities. Besides, good number among them only has a semi-confidential local audience and their life span is not hardly superior to five years. On the list of services provided by J. P. and E. Lehsnich in 1986, alone a fifth existed again in 1991. The majority of services is constituted under shapes of associations financed by grants, of the prompt subsidies or contributions of their members. Others belong to the widely-known associations that exercise a lot of other activities (Red Cross either Listened to for example Telephone Service Parents). They create a telephonic service to widen their clientele, or to answer to new needs. The Foundation of France[29 ] and the local collectivities appear as the main lessors of bottom.

* *TABLEAU THE THREE Phases OF THE AIDE PSYCHOLOGIQUE BY Telephone

They spilled progressively in Western societies during the last 30 years. In France it is in the middle of years 80 that they increased passer-by by three phases of development: humanitarian phase and nun (1953-70), social phase (1970-86), ministerial phase since. Their religious and mainly Protestant origin has a very strong impact in their development. She/it also corresponds to a new attitude of churches, become anxious of the necessity to reaffirm their role in the society.

2 of the national or local services, general practitioners or specialized

Eight services arrange a green number and cover all the French territory therefore: Sos Women Rape information, International Sos Drogue (86), Listened Red Cross (88), Imagine (89), Hello Mistreated Childhood (January 90), AIDS Info Service (October 90), and Drug Info Service (December 90). He/it also exists a Hello Drug Police, but this one, belonging to the brigade of narcotics especially has a repressive role. Other green numbers are currently to the survey, they would concern the suicide, the aged people and the beaten women.

Several telephonic services are federated within one same association-mother. The name of Sos Friendship actually regroups about fifty stations distributed on all the French territory. He/it is some in the same way for Telephone Service Parents or Sos Suicide suicide (new name of Sos Suicide suicide Phoenix), that, outrage their central seat, possess 6 regional antennas to weaker audience. Listen to Cancer, and Sos Phoenix Commits suicide function on the same principle: a Parisian antenna receiving the almost-totality of calls and some centers in the big cities of province. Even though these antennas are a lot less called, they permit to give a national foundation to the service.

To the reduction of services of the year 80 beginning followed their segmentarisation. Each specializes for a problem or a specific population. Sos Friendship appears as the only service completely general practitioner, since it answers to all demand, and don't aim any particular population: To " listen to calling him and no his/her/its symptom ". The first motive of call is often that a mask that allows calling him to free itself/themselves and to say his/her/its real suffering then. Listened Red cross wants to also answer to all problems of society. But, so titled sound is a general practitioner, this service addresses himself in fact prioritairement to families and their problems of communication between generations. If the ciblage of services permits to reinforce their utilitarian " picture ", appelantses very often overflow their specialty to address a more diffuse social demand. A lot of services, as Cheerful Sos Écoute, have an answer general practitioner for a targeted public.

After the solitude, the family became the objective important of psychological help services by telephone. This institution is crossed by many changes (divorces, families monoparentales, end of the paternal authority, décloisonnement), and teenagers express their pain to live. However, he/it appears that the domestic difficulties are to the origin of their social and psychic unrests often. The telephonic permanences seem adapted especially to play mediator's role and to tempt to re-establish the dialogue. The domestic relations (Sos Related Children), after having been very porteuses, seem to fall in obsolescence. The maltraitance to children is the theme the more mobilisateurs since the middle of years 80 (about thirty services in 1990), long before that the social Business ministry makes his/her/its warhorse of it.

A lot of permanences specialize in the addiction. Three green numbers and a ministerial number are dedicated him: Imagine, International Sos Drogue, Hello Drug Police and Drug Info Service. He/it exists on the other hand that a specialized telephonic permanence in the alcoholism, Alcoophone (Lille).

Curiously problems of depression and solitude don't nearly have number of call, but Sos Depression and Sos Phoenix Suicide[30], very same that it is the first pains partners to these services in the common opinion. Several among them define themselves how psychiatric and their permanences are held by physicians. Populations the touched more by problems of isolation and lack of communication remain yet little concerned by services of psychological help by telephone. All new technologies create of the social, such exclusion these workers who lose their use because they didn't know how to adjust to the computerization. This is how one arrives to the following paradox which services of psychological help by telephone, conceived to the origin to fight the isolation, are called very little by people appearing most susceptible to be isolated effectively. It is necessary in fact to distinguish the underprivileged people socially and economically of those that are isolated but make part of the middle class and that are the privileged telephonic permanence appelantses.

The third age doesn't arrange a specific service. Welcome and Service SOS 3èmth Age is especially a service of television-aid and material support. This population also has very little recourses to the other existing services (4 to 10%). Yet 60% of calls received by centers of television-aid have the solitude for motive. For the aged people, the telephone remains again a very dear that they fear. A twentieth only appelantses of Sos Friendship are more than 60 years. On the other hand in the United States the social services took conscience of the new technology role for the well-being of people âgées[31]. Immigrants also call very little. It is not surprising: often, the telephone is not very built-in to their culture, and many don't master enough the French to have recourse to these services. A telephonic permanence, Telephone Service Migrating, is destined them, but it makes translations and the social help solely.

The psychological help by telephone is again essentially an urban phenomenon and of big metropolis. In the beginning of years 60, Paris was equipped three better times that the remainder of France. This is how services to green number, receive a stronger proportion of calls of Paris and region Parisian more sujettes to the isolation, that to details of the telephone.

4 the emergency or the long term, the accompaniment or the prevention

Some directors of stations who tried to theorize their practice distinguish the curative " preventive " service " services " _32. Whereas the first offer a simple accompaniment and a cordial ear, the second have objectives of prevention.

* * PICTURE TYPE OF WORK Done BY EACH OF SERVICES

The emergency motivated the creation of most these services: the telephone appeared like the shortest path between the individual in distress and his/her/its savior. The very big majority adopts the denominative of SOS therefore. But among the new services, several abandon little by little the emergency to work in the long term, in the prevention upstream. The psychological help by telephone appears then in charge like a hold of long term, or even to a follow-up therapeutic.

One notes the presence of several " therefore Hello " whose goal is dédramatiser, to permit the distanciation, and that address themselves more often to children. Monitorings " call some as for them to a more therapeutic work. It corresponds as much to the telephonic permanence evolution as to the one of the social representations of the telephone, of security tool he/it became in years 80 the indispensable tie to the world. Christian Pinaud showed the sense of security brought by the telephone to the French households that are equipped themselves in years 60 and 70 exactly. To have the telephone that be join permanently to the remainder of the world by an electronic umbilical cord. The telephone, yesterday ultimate recourse becomes today first gait and indispensable tie to the world. One phoned when one had exhausted all other shapes of action, then today, to phone became the prelude to the meeting or the gait.

Most services of psychological help by telephone refuse the direct intervention. Sos Friendship had until 1975 of the ready teams to intervene for calls of suicidal spending to the act. It says, several services function within powerful associations for which the telephonic permanence is a means to vary their public. Several other services possibly propose to their appelantses to come to meet them (Sos Women Rape Information, Sos Suicide suicide. . . ). The telephonic permanence, becomes a service of coordination and promotion. The " pure and hard " of the humanitarian phase, as Sos Friendship, want that their monitoring is sufficient itself in herself. But the social " services " grant a big room to information and orientation toward the adequate structures. Townships and notably the one of Paris understood this need of applicable information of the population, to fill his/her/its papers, well or mastered his/her/its collective fears.

All telephonic permanences tell to act in the setting of the prevention, will say some upstream, that is to say to the moment or appear the first symptoms before runners, too minor to justify a hold in charge social. The telephonic permanences come how mediating and intermediate, outside of all social statute or direct implication. Often, they even intend in charge like an alternative to this hold blind. This is how Sos Shrink by his/her/its interventions, look for to avoid the sick d`un hospitalization day. And there we touch all the question of the social role of these services that we will land more in detail in the chapter dedicated to the assessment of the answer of psychological help services by telephone.

Are the telephonic permanences the intermediate actors that come to re-support the society, as thinks it Alain Touraine, where they are the symptom of the professional ubiquity that stigmatizes Serge Lipoveski[33 ]? It is exactly the stake of reports between public services and associative permanences for the next years. .

Framed THE COMMUNICATION OF AIDE PSYCHOLOGIQUE SERVICES BY TELEPHONE

Services of psychological help by telephone only have a prompt, uncertain public that he/it is necessary to constantly renew. Besides, whereas the humanitarian associations, as the social services, have their " victims " all found, services of psychological help by telephone must create their own clientele, to cause the need to call. Without an attached of press and a budget importing dévolu to the promotion, services of psychological help by telephone will be condemned to remain confidential. So in-has him summer of services of bad treatment description opened by the DDASSS in 1983. " Five years after the stake in service of a call number by department, half possesses more and the number of calls already of it vary between 0 and 150 calls per month. " ₃₄

I The message

Some services define themselves as of services entirely general practitioners, whereas others aim to show their specificity on the contrary. SOS Friendship crystallizes his/her/its message thus in a timeless slogan, " A pain of words ", whereas to the contrary Telephone chosen Related Service the segmentarisation of his/her/its service in several denominations: Hello Baby Council, Hello Parent Only. . . .

During a long time SOS Friendship carried to his/her/its communication that an interest very limited, his/her/its number of calls progressing very strongly. But since 1985 the association grants him a big importance to cope competes with it of new services, but also to rejuvenate his/her/its picture. The communication of Sos Friendship passed of the offer of a help relation at the time of situation of crisis to a more general call to the communication. It is to bring closer the hypothesis of the change of finality of the psychological help by telephone, past of the emergency to the relational, of the ultimate help to the first gait. Until 1974 the poster of Sos Friendship represented a tense hand toward a telephone. In 1976, the picture represents a crowd of characters, each shut in in a cylinder with for slogan: " even in the crowd one can be alone ".

Two years later the poster represents a young man in perfecto attablé to a counter of bar, steaming while taking a coffee. His/her/its slogan Sometimes indicates " one has need of something else that a small slap in the back. " To a relation of help meant in a hierarchical report translated by the verticality of the diagram is substituted himself a communication between two different people, situated in a report of equality. In 1985 Sos Friendship looks for to renew his/her/its picture entirely, as launching the countryside " Laughter that live ". " The idea was to create another type of relation between calling and listening, to establish a normal relation between two interlocutors. We crystallized this idea of an objective to reach in the word Laughter.

II The different supports of communication

Services of psychological help by telephone have three targets of communication: appelantses, the potential écoutantses and sponsors. The five big national services, that possess numerous antennas and several hundred of écoutants, must resort to important means of internal communication: reviewed, convention, regional meetings. . .

Calls come in majority in the first years of the media promotion: television and press. But calls caused by the mouth-to-ear take more and more importance. This is how AIDS Info Service was some in the first month of his/her/its existence known to 80% thanks to medias, whereas these don't represent anymore today that 30% of sources of information. Sos Friendship, even without no countryside of promotion, receives calls always a lot more that the public services. The part of calls caused by prescripteurses (social workers, physicians. . . ) is a good indicator of the picture positive of a service. One can also distinguish suppliers ", that is to say all intermediate targets, professionals (physicians confronted to the psychological problems. . . ), social workers, who are going to reverberate the promotion of the service toward their customers or to address have themselves him for a complement of information. These represent 10 thereabouts to 20% of appelantses.

A mention of the service to the television often causes waves of several hundred of calls in hours that follow. A strong proportion of these calls comes from young teenagers or is mute. Among the written supports, the monthly press and especially the one destiny to women is the vector principal of information on the telephonic permanences. This source of promotion is appreciated very because it permits a display of calls in the time and deal place to the more applicable calls. The local services are often mentioned in the regional daily press. Posters in the subway are a source no negligible of certain service promotion, mainly those intended to the solitude (The Open Door) or to the domestic violences (Sos Family in Peril). This mythology of the subway, privileged place of the solitude and the eradication finds again in many services. So Laura Nosmas in " sharings of midnight " evoked her with emotion the first appelantses, phoning a cabin on embankments of the subway.

III

DISTRIBUTION OF SERVICES

IN THE WORLD

Services of psychological help by telephone were born in Western societies, greatly industrialized, but, during the last ten years they spilled extensively on nearly all continents. Numerous in South America and in Asia, they are absent of Africa where Israel is the only country to possess some. We marked five big federations that regroup services of several countries.

Maps of the service distribution in Europe have been published repeatedly by lfotes in 1970, in 1977 then in 1980. During this lapse of time The number of European services passed then of 200 to 400 to 600. Even though these maps only post stations connected to the federation, that is to say, for example, hardly a quarter of stations existing in France, they permit to see countries better the and the less very covered.

In 1970 the half of stations is English and all belong to countries of Europe of the North or France. Sweden and Finland are better among countries the equipped. Seven years later Germany and England total the half of stations (respectively 180 and 80 stations). Germany is the first country to arrange since 1974 of a specific line for patients of cancer. These permanences will become widespread in twelve other countries to the middle of years 80. Of general manner, the Nordic countries oppose in Mediterranean countries a lot more by an implantation old and more important. It is only in years 80 that Spain, Portugal or Greece, will begin to equip itself/themselves in telephonic permanences. The permanences AIDS will make their apparition in Europe of the North since 1984 and will immediately be some public services. In the Mediterranean countries, they will only appear later four years and will often remain associative.

Finland with about thirty services for four millions of inhabitants detains all record very extensively, follow-up by Sweden then the Low Countries. As for Poland, she/it has the strongest proportion of psychological help services by telephone in relation to the small number of telephonic stations existing.

1 Mediterranean against Anglo-Saxons

The situation greatly defers a country to the other according to the religious authority role, but also of the degree of professionnalisations and fashions of intervention. This is how the Samaritanses, contrary to most the others service, exercise the Befriending, that is to say the welcome in the face to face. The German Téléfonseelsorges depend directly on the Protestant authorities. The American services are integrated in the social services and work in narrow collaboration with psychiatrists, or even with the judicial authorities. In countries multilinguisteses, he/it exists some specific stations for every linguistic community.

To the Anglo-Saxon model, of religious inspiration, professionnalisé and centered on the suicide, oppose the Mediterranean model that privileges the pure monitoring and the bénévolat. Revealing is the comparison of names adopted by services of the North and the South. In Germany they are called " cure of the soul " , in Switzerland " The tense " hand. In countries of the South the term friendship predominates. (Telefono Amico in Italy, Telefono of the Espèranza in Spain. . . ). The American psychological help developed itself long before the one of the European countries. This is how in 1972 more of 600 telephonic services for teenagers were distributed in nearly all American cities besides of 100 000 inhabitants. To this time, none of these services didn't exist in Europe and again today, they are only a small ten in France. In the United States the psychological help by telephone is considered like a shape of social work among others. In this country as well as in and in England of easiness are given to prisoners to call the telephonic services.

The Anglo-Saxon psychological help is built a lot more on a model professionnalisé, near of the new ministerial services. So between 1973 and 1983, more than 150 written works carried on the telephonic permanences. Of a general manner, absent in France the psychology of the telephone is developed very to the United States where the Bell Laboratory is one of the most fertile research centers in social studies. These works, These works, tendency typical of the Anglo-Saxon social studies, make a very big use of the quantitative methods and grids psychosociologiqueses so much to recruit écoutantses better that to improve the answer of the service. It looks further like software of télémarketing that to principles of monitoring rogérienne. Studies on the formation of écoutantses and his/her/its impact on their behaviors seem to predominate, whereas one finds very few researches on types of calls.

Écoutantses of the Samaritanses have to their disposition a grid of assessment of the suicidal risk. [35] this one serves as much to form écoutantses by games of role as to help those that are in situation of monitoring. The table of assessment of the risk permits to assign a coefficient of 0 to 8 to every element of answer of calling him, to measure his/her/its suicidal tendencies and the risk at a time that it spends to the act. Besides, according to that that so-called calling him and of the gotten points, different solutions of answers are proposed to listening him. Thus, according to the degree of danger, listening him should make call to the outside helps, to make last the communication or again to propose a follow-up telephonic.

2 the international federations

A lot of telephonic permanences have very little opening on the foreign services on which he/it doesn't exist in France practically any available documentation. In years 80 two federations are created himself and several contacts have been tied between services for children as well as those of the Red Crosses of the different countries.

IFOTES

The International Federation of Emergencies Telefonic Services are oldest, the structured better and the only really important federation. Created in 1967, she/it regroups federations of services of most countries of Europe Occidentale, but also of Israel, Hong Kong and America of the South. Are excluded some therefore, in France, all services that don't belong to Sos Friendship. All his/her/its adherents adopted a near ethical charter of the one of Sos Friendship or the Samaritanses, while actually having some very different practices. She/it publishes a quarterly magazine, organize a symposium every four years and lead some investigations, the one of 1985 carried on the formation of écoutantses.

In 1984, the Samaritanses left this federation for divergence of principles. They heard to protest against the hand bet of churches on the telephonic permanences of Europe of the North. A deaf rivalry has on the other hand still opposite the Samaritanses to Ifotes, since these also have an international vocation.

The Befrienders International is an association sister of the Samaritanses she/it creates some abroad services, mainly in countries of the Commonwealth. She/it is present in ving - three countries with more than hundred seventy stations. Brazil possesses fifteen branches of the Befrienders Internationalses, the United States, India and Australia thus about ten and the South Africa five.

Life Line is an American and Australian federation of services telephonic appartennants to the baptiste.Il church exists an association regrouping about twenty specialized services in the AIDS also. She/it has been created in 1986 and held his/her/its first convention in 89 in Amsterdam. Another association gathers the fourteen specialized telephonic permanences for patients of cancer.

IV

A monitoring and a deontology

1 the psychological help: a new fashion of recourse

He/it exists multiple ways to name these telephonic permanences: services of monitoring, of support, of emergency. But each of these appellations only regains an existing service part. So some refuses the term of monitoring, of others the one of emergency. On the other hand, what characterizes them in their whole that is the essentially psychological dimension of help that they bring. Even though some tell to only make information, the reality shows that all are brought to treat the psychological dimension. In services also oriented toward the action that lines of description, monitoring recovers his/her/its role, would not be that that to value the validity of calls; a no one that calls to denounce his/her/its neighbors has an incentive that is him own.

The last thirty years were the one of a great flight of the psychological that has by certain aspects supplanted the soul. The famous American polemicist, C. Lash analyzing the contemporary culture, concluded: " The present atmosphere is not religious but therapeutic: what people search for with ardor, this is not the personal salute, again less the return of a hypothetical previous gold age, but the psychic security, health, the momentary illusion of a very personal being. " ₃₆

This flight comes from a demand more and more strong identitaire on behalf of the French population, but also of the belief to the psychic, panacea miracle. " This is not more of bread, but of the word that asks for people ". A multitude of psychotherapies, that only has a faraway report to the psychoanalysis, saw the day: brief, domestic therapies or systèmiqueses. . . Among these a vast current of therapies no-instructions inspired by Carl Roger has very extensively inspired all relations of help. They gave place to important researches psychosociologiqueses on the different attitude d'écoute[37 influence]. Sos Friendship is one of the only services to ask itself/themselves of this thought current, but his/her/its principles of monitoring inspired others. To the basis of the monitoring no-guideline are the empathy and the interior security. The empathy is an attitude that consists in diving in the world subjective of others in order to participate entirely in his/her/its experience. According to Roger the internal security is a psychic state to be well, auspicious to the emotional détente and the reorganization of attitudes. The patient is going to confide his/her/its burden to the therapist.

Services of psychological help by telephone have two objectives, a belongs to the conviviality that we can observe to the radio or the minitel, the second to the relation of help. Limits are well fuzzy between the therapy and the conversation. The psychological help by telephone is not a therapy, appelantses rather come there to look for an answer to a prompt problem or again the possibility to express itself/themselves as being listened. The mute calls, all as phonophileses or réappelantses testify this same desire impalpable[38].

Accompaniment or therapy? -numerous are services that give the possibility to appelantses to phone all over again or same propose them a follow-up. Is the question then to know that so is well their vocation? Services of psychological help by telephone could they assure an efficient therapy, or cannot they make that a prompt support? Most persons responsible answer negatively, by reason of the impossibility of a real relation on the phone and of the absence of the physical dimension, essential in the psychological clinic. The dimension fundamental some transfer cannot make himself on the phone by reason of the instability of this relation type that can at all times be interrupt and where calling him remains completely free screw to screw of listening him. It brings us therefore to the question of the social utility of psychological help services by telephone that we will land more in depth in the chapter dedicated to the assessment of their answer.

2 THE DEONTOLOGY OF SERVICES

OF MONITORING

By delà their diversity, all telephonic services observe the common principles inherited of the Samaritanses: anonymity, bénévolat, permanence in the time, neutrality. If little among them elaborated a charter as Sos Friendship, all lead a deep reflection on their monitoring and we recover still the same fundamental questions. Principles of monitoring appear like a stake in application of theories of the monitoring no-guideline. Quatreses principles of basis of the psychological help by telephone made the object of a very long theoretical development. Alfred Vanesse, formative widely-known and listening of the service Belgian Television-welcome gave an excellent exposition of it in his/her/its livre[39]. The Rogèrienne monitoring inspires Sos Friendship and all services that especially exercise monitoring.

Another question puts itself, the one of the influence of representations and the intrinsic qualities of the telephone on the formation of the deontology of these services. Principles and the organization of psychological help services by telephone are they descended of the intrinsic qualities of the telephone or are they the fruit of a social development? These services have them chosen the telephone like support by reason of his/her/its qualities or the choice of the telephone has it conditioned their organization and their ?L'appelant deontology as listening him must remain perfectly anonymous, the communication settles outside of all social report. Listening him must make abstraction of his/her/its own personality and to avoid all shape of judgment and to reach a perfect empathy. Anonymity has for function to facilitate the expression of calling him. To be able to answer to all emergency to all situation of crisis, the telephonic permanences must function in continuous. This action can be only voluntary, to assure a possible not involved, most human monitoring.

Anonymity to free the word-C'est as Sos Friendship that formalized anonymity. It is about a reciprocal anonymity where calling him doesn't know anything of his/her/its interlocutor and where listening him respects the desire of " social " neutrality of his/her/its customer. The telephone makes abstraction of the physical presence, interlocutors know a priori nor the name, nor the physical appearance, nor the place of call of their interlocutor. Calling him of the same stroke feels completely free to deliver itself/themselves, this relation doesn't advise him to nothing else. So the Open Door, service of welcome in the face to face functions with the same principles of monitoring that services of psychological help by telephone but she/it receives an extremely different population. The middle and superior classes are most reticent to make call to the social help. To frequent of the social services that be classify and nominee. A test of tracking of the AIDS, even in a " anonymous " center, or a consultation to the Planning Familial, ask a more difficult gait that to call AIDS Info Service or Sos Woman anonymously Rape Information. The telephonic investigations often permit to get answers that investigated him would have refused to provide in the face to face, notably on the taboo " topics ": wage, sexual practices. . .

Neutrality and absence of social statute -the phones is the only means of communication that offers the possibility of a relation outside of all plain parameters. The telephone permits a dialogue déterritorialisé in a " immaterial " space to take the expression of Richard Lauraire. Listening him doesn't have any power on his/her/its interlocutor who keeps the incomparable liberty to cut short to the conversation when he/it wishes it. To call doesn't place in any social report but confers to listening him an extraordinary power also: he/it is going to be able all to hear, but also to answer to all. All the formation of écoutantses to Sos Friendship consists in making take them conscience of their prejudices to become a simple cordial ear, to reach the empathy. To apply this principle until the tip listening him won't hang up the first never, even for a mute call. Listening him is going to privilege attitudes of reformulation and interpretation therefore according to the ladder of attitude of Porter[40 ].

The bénévolat for a more cordial monitoring.For most services the bénévolat is the rule in order to eradicate all report agent on the professionalism. The bénévolat is written down in the same charter of Sos Friendship, it appears with anonymity as the essential principle: " Sos Friendship affirms his/her/its will to establish a report that is not founded on the power conferred by an expertise or a social mandate. [41]. One recovers this same worry in the ministerial services, so écoutantses, yet salaried have been recruited not according to professional expertise, but of their ethics and their attitude of monitoring. Well that voluntary, écoutantses must make proof of hyper-expertise, to be able to lead an interview with an invisible interlocutor, to know to manage the emergency of these calls and to master their emotional reactions, to remain neutral.

To be always present to answer to all emergency - This principle is the one that was the most often put back in reason, because of the devotion that they suppose and the few of calls received between midnight and seven hours. Sos Friendship the first assured the working of 24 hours on 24 that has been adopted by all ministerial services and that the East by about ten French services. The night is a period of least call. It is however at that moment that suviennent the most difficult calls to manage. But the telephonic services and hospitals that make psychiatric or social, rare a lot of emergency are the available places to all instant. To have the telephone that be join permanently to the remainder of the world by an electronic umbilical cord.

LEGEND Comparative Picture of services:

We preferred to present the telephonic services in their originalities, rather than in their resemblances and their oppositions. We take here the main features of services presented under shape of a picture.

PRESENTATION OF THREE FRENCH SERVICES

We present manner relatively deepened three of the most important French services that correspond each to a phase of the psychological help by telephone, but also to a way to listen. How have they been created? What is the specificity of their monitoring? To what needs do they answer?

* * THREE POSTERS OF SOS FRIENDSHIP PROMOTION

I chapter

Sos Friendship

CHAPO: Sos Friendship was the first French telephonic service. He/it inspired all his/her/its successors. It is again so much today most important by the number of calls received, that by his/her/its symbolic weight; he/it represents a great social organization to produce telephonic monitoring. To shortcoming his/her/its history, appear all the history and all telephonic permanence paradoxes.

I

The first service of France

Sos Friendship is the first French telephonic service, created in 1960, seven years after the Samaritanses. Two men, a mécène, Georges Lillaz, president of a social action association, the foundation to Rejoin, and a Protestant pastor, Jean Casalis are to his/her/its origin. Claudius Petit, minister under the IVéme republic, was there also very active. To shortcoming Sos Friendship, it is all the history of psychological help services by telephone that we can follow. His/her/its thirty years of existence, the weight of his/her/its infrastructure, permit a very complete vision of the reality of this service. He/it belongs to a large European mobility, his/her/its history confounds itself with the one of the other service whole until years 80.

With 600 000 calls per year, this association possessed an almost-monopoly in France, until arrived him in the beginning of the " ministerial " numbers of years 90. (Hello Mistreated " Childhood received 200 000 calls in 1990). Sos Friendship keeps all his/her/its prestige again in symbolic weight.

80% of Frenches know this service that possesses a very strong institutional picture. To title of comparison it is necessary to know that the ministerial services are it only by about ten percents of the population. His/her/its presence in pages of the directory, close to the other services of emergency, show the importance of his/her/its social role. Of fact, it is the service of reference that has little or prou inspired all his/her/its " successors ", that it was about imitation or dismissal.

1 the expansion of Sos Friendship

The number of calls passes 60 000 in 1969 to more than 100 000 in 1973, double between 1973 and 78 to reach the 300 000 in 1980 and to double again between 1980 and 86. This increase is more that proportional to the one of the number of stations and the growth of the telephonic equipment of the French population. Without disregarding the improvement of the rate of Sos Friendship notoriety, she/it is the demonstration of a more and more strong demand of psychological help. Of 0, 6 to 2% of the population, according to regions, call Sos Friendship every year with a particular importance in the south of France.

The number of stations has been multiplied by five in twenty years. Stations have been installed during years 60 in several metropolises of France(Paris, Lyons then Marseille. . . ). Of 1969 to 1979 their triple number, passer-by of ten to thirty, that is to say that most cities besides 100 000 inhabitants possess some. In years 80, services become implanted in the middle cities. Since 1987 the number of stations home nearly unaltered. Fifty five stations would be necessary for an optimal cover of the French territory, but the potential of appelants would not be sufficient to permit the lasting existence of this stations suplémentaireses. To be able to open a station, it is necessary that the agglomeration counts a few 150 000 inhabitants. Used too little, the service of Nouméa and the one of Lorient closed his/her/its doors in 1989. It is why Sos Friendship makes the experience of antennas. The regional associations open some telephonic services in the private departments of stations some days per week.

* *GRAPHIQUE EVOLUTION OF THE NUMBER OF STATIONS AND CALLS IN COMPARISON WITH L TELEPHONIC EQUIPMENT.

2 the three phases of Sos Friendship

Joseph Haèringer distinguished three phases in the evolution of Sos Friendship. In a first time, écoutantses get involved fervently in this new means of communication. Very quickly, to the simple prevention of the suicide, follow a larger humanitarian will. From 1967, with the extension of the number of stations makes himself day a will to think further about monitoring and his/her/its details. It is the time of funding of the association, with the disappearance of the founding group that passes the relay to a new generation. The accent is put on the formation and seminaries of reflection. During years 70, écoutantses show a bigger desire to open up to the society all whole. Sos Friendship lands then, his/her/its " dimension social " .Sos Friendship constituted " itself against " professionals of the social: " the service affirms his/her/its will to establish with calling him a report that is not founded on the power conferred by an expertise or a social " mandate [42]. While recognizing the expertise of professionals, they proclaim the need of solidarity. His/her/its magazine dedicates files to the various facts. The association recognizes " itself crossing by multiple social reports and his/her/its project of monitoring aims to the transformation of relations in the society. " At the end the decade écoutantses rebel against the ascendancy of psychologists and want to return to a monitoring less influenced by professionals and centered more on the solitude.

The dizzy growth that knew Sos Friendship shocked his/her/its organization deeply. The association has to face it the middle of years 80 to a serious existential and financial crisis. Subsidies of the Social Business Ministry amount to portion congrue, the number of calls stagnates between 1984 and 1989, écoutantses interrogate themselves on their vocation, the recruitment makes himself more and more difficult and the number of hours no insureds increase. So in 1988 alone 80% of the continuous service were assured.

Conscious of the necessity to reaffirm his/her/its role, the association makes call to techniques of social marketing. A big countryside " Laughter it live " is launched in 1984. Contested by many écoutants, she/it will be replaced in 1986 by the slogan " A pain of words ". In 1988 the Balistic agency makes a survey of the internal and external communication of the association. She/it suggests notably, to give less importance to the suicide and more to the other distresses, but also to communicate further on the product, monitoring " and no on the raw material, words ". Guy Crescent, old industrial, broken to the humanitarian reasons, becomes his/her/its president in 1986, it straightens the financial situation and takes in hand the federation in the sense of a bigger efficiency. Sos Friendship lands thus since 1989 a more serene phase. Whereas in 1979 Sos Friendship received 82% of his/her/its subsidies of the state, this part fell today to 40%. A part important some budget now comes from grants of individuals solicited by mailing.

II

An association very structured

Sos Friendship represents a great political and economic system. A federation Sos Friendship France, created in 1968, oversee the whole of the forty three regional associations. To his/her/its head is a president attended of a Council of administration that unites seven representatives of stations. The consultant Fédéral has for main mission to maintain the cohesion between stations and to assure the global promotion. As for the regional associations, they have the load to recruit their écoutantses and to assure monitoring 24 hours on 24.

Two thousand écoutantses himself relayent to assure 400 000 hours of monitoring every year. Paid, was not that that to the SMIC, it would represent 40 millions of salary francs every year. As for the number of calls received, he/it represents more of 7 millions of francs, invoiced by télécomses, the equivalent of the budget of all stations and the federation of Sos united Friendship. Of fact, alone are salaried the administrative personnel (secretaries and sometimes responsible of stations) as well as the formative psychologists.

Tools of formation and communication her magazine of Sos Friendship has been created in 1974 to face the new needs of internal communication of the association. She/it is presented above all like a tool of continuing education for écoutantses. Every number understands a file on a general interest theme and gives account of symposia and activities of the association. Every three years a symposium unites a part of écoutantses and persons responsible. The last took place in Toulouse in 1990. He/it is preceded of regional and follow-up meetings of international meetings to the course of which a work of reflection is made from difficulties met in the daily practice of monitoring.

In spite of the recruiting difficulties, the selection remains very rigorous. Alone a tenth of postulantses is admitted has become voluntary écoutants. The one that clears the selection follows three months of theoretical formation and double-écoute[43]. two hundred formative replacements, psychologists for the most, dispense this formation that represents the station most important of the Sos Friendship budget. Listening him is invited then, in a way of initiation, " to specify his/her/its personal engagement and to participate in each of aspects of the life of the association ". To be listening to demand of the time, twenty five hours by month as well as a lot of idealism and of personal investment: " Curiously instead of to try to encourage écoutantses, to present them in their task, Sos Friendship sends back them to they-same, to their own gait and their desire to listen. [44]Outrth four hours of weekly monitoring, it is necessary to participate every fifteen days in a group of sharing, supervised by a psychologist. These meetings that find again in most the department of psychological help by telephone, play the role of continuing education and permit to écoutantses to make share difficulties that they met. At the end of four years, listening him should make a balance of his/her/its experience and should interrogate himself on the pursuit of his/her/its activity in dialogue with persons responsible of the station.

III

Of the suicide to the communication

To the instar of all the first lineage of monitoring services, Sos Friendship, had for initial objective the prevention of the suicide. Sos Friendship took the suicide as expression paroxystique of incommunication. Someone commits suicide because he/it is alone facing his/her/its difficulties. All emotional isolation drags a suicidal potentiality therefore. To permit the expression that make the prevention upstream of the suicide. This one permitted the légitimer[45]. Recognized of Public utility in 1967, he/it will benefit the public power help that will detach teams of Mental hygiene Services to help écoutantses to manage the difficult calls. The association could call Police-help and could possess teams of intervention. These have been dissolved with the creation of the Samu in 1975. Besides, calls of suicidal were sometimes the fact of jokers, of other times appelantses only appreciated moderately to see to arrive a team of emergency. The suicide, considered as the expression of the ultimate liberty of the human person, occupy a big room in the imaginary of the association but also in the picture of the public: 30% of Frenches associate the suicide to Sos Friendship. Although listening him makes all his/her/its possible to dissuade calling him to commit suicide, he/it will respect his/her/its will, will accompany him in his/her/its choice. He/it arrives that the dying call Sos Friendship to make " come with " itself/themselves.

Sos Friendship distinguishes suicidantses, appelants either passing menacing to spend to the act, of the suicidal, that make only evoke the idea of suicide. The suicidal calls never represented that a part of minor of the whole of the appels[46]: of 2 to 5% according to years. Calls of suicidants, so present picture in the first media promotions represents a few thousandth of calls received, but vary 0. 1 to 3% according to regions: it means nevertheless 1 800 suicidantses and 10 200 suicidal per year on a yearly evaluation of 150 000 tentatives of suicide in France.

Sos Friendship occurred again deeply to the middle of years 70: the suicide becomes " privileged reason but no more exclusive " and the last priests leave the direction of the association. Henceforth the association grants more importance to the collective phenomena: sexuality, pain of suburbs. . . The proportion of calls of suicidal has seems it decreased appreciably to Sos Friendship and the round tables dedicated to the death make themselves more and more rare. Refusing this transformation, a minority separated in 1975 to found Sos Suicide suicide Phoenix, who remains centered on the suicide and convenient the " Anglo-Saxon Befriending ", that is to say the welcome in the face to face of appelantses that wants it.

An out of date service or the future of the psychological help by telephone? -no other service doesn't regain an as rich reality that Sos Friendship. Of fact it is a difficult association to land but also to surround, by reason of his/her/its multiple paradoxes,: hyper-expertise and the bénévolat, the empathy and the relation from afar, of the Protestant origins and the aconfessionnalisme. . . .

Sos Friendship saw days whereas 9% of the French population possessed the téléphone.L'association knew his/her/its apotheosis with the generalization of the telephonic equipment. It is whereas increased the new services of psychological help by telephone. With time, the association has however a little lost of his/her/its innovative impetus of the beginning. After period conquérante, then the crisis of years 80, arrived the period of maturation.

At the hour of the ministerial and social services, Sos Friendship is there to recall us the unique role that plays the voluntary and empathetic monitoring for people in lack of communication or in situation of crisis, but as the importance of a very strong deontology to keep all qualities human of the telephonic permanences.

* * PICTURE FIGURES OF CALLS RECEIVED BY SOS FRIENDSHIP IN 90

Legend charter of Sos Friendship:

His/her/its working has been fixed legally that from 1976, by the writing of the charter to which came to attach itself/themselves a motion on his/her/its role social and various relative documents to the formation of écoutantses or the creation of stations.

II chapter

Telephone Service Parents:

The first social service by telephone

I

A SOCIAL SERVICE